Senior Manager – Marketplace CRM and Seller Platform (Salesforce)

About Lowe’s

Lowe's Companies, Inc. (NYSE: LOW) is a FORTUNE® 100 home improvement company serving approximately 16 million customer transactions a week, with total fiscal year 2024 sales of more than $83 billion. Lowe's employs approximately 300,000 associates and operates over 1,700 home improvement stores, 530 branches and 130 distribution centers. Based in Mooresville, N.C., Lowe's supports the communities it serves through programs focused on creating safe, affordable housing, improving community spaces, helping to develop the next generation of skilled trade experts and providing disaster relief to communities in need. For more information, visit Lowes.com.

At Lowe's India, we are the enablers who help create an engaging customer experience for our $90+ billion home improvement business at Lowe's. Our 4000+ associates work across technology, analytics, business operations, finance & accounting, product management, and shared services. We leverage new technologies and find innovative methods to ensure that Lowe's has a competitive edge in the market. To know more about Lowe's India, visit Lowes.co.in

Job Summary

The Senior Manager - Marketplace CRM and Seller Platform will own the strategy, governance, feature build, implementation, and ongoing optimization of the Lowe’s Marketplace Salesforce ecosystem across the end-to-end seller lifecycle. This leader will be responsible for delivering a best-in-class Salesforce experience that enables Business Development, Seller Onboarding, Seller Management, Seller Operations, and Seller Support to efficiently acquire, onboard, support, and grow Marketplace sellers.

This role owns two critical Salesforce functions, along with the development and roll-out of any future functionality and system integrations:

1.Marketplace CRM, which manages the seller journey from prospect through long-term account management

2.Seller Resource Center, which enables sellers to self-serve through Knowledge Articles and engage directly with Seller Support through case management

Working closely with business stakeholders and technology partners, this individual will define the product roadmap, implement enhancements, create ad hoc reporting needs, optimize business processes, improve user adoption, and ensure the Salesforce ecosystem continues to scale alongside the rapid growth of Lowe's Marketplace.

Core Responsibilities

•Alongside a Marketplace CRM council with representation from each major function of the team, this person will own the strategic vision, governance, feature build, implementation, and roadmap for the Marketplace Salesforce ecosystem.

•Manage the end-to-end Salesforce CRM experience supporting the seller lifecycle from business development and pipeline management through onboarding, account management, and ongoing seller growth.

•Partner with Seller Experience teams on the continuous improvement of the Seller Resource Center, including Knowledge Center, case management workflows, self-service capabilities, and seller experience enhancements.

•Partner with Technology teams to gather requirements and implement any future Salesforce integrations.

•Serve as the primary business and implementation owner for Salesforce enhancements from design to development, testing, deployment, and post-launch support.

•Drive continuous process improvement by identifying automation opportunities that reduce manual work, improve operational efficiency, and create a seamless seller experience.

•Develop governance processes that ensure platform consistency, data quality, user adoption, security, and long-term scalability across all Marketplace teams.

•Define and monitor key performance metrics related to CRM adoption, seller productivity, support effectiveness, case resolution, Knowledge Article utilization, and overall platform health.

•Create executive-level reporting and dashboards that provide actionable insights into seller pipeline health, onboarding progress, support operations, and business performance.

•Lead user acceptance testing (UAT), change management, release planning, training, and communication efforts to ensure successful rollout and adoption of new Salesforce capabilities.

•Stay current on Salesforce capabilities, Sales Cloud innovations, AI functionality, and industry best practices to continuously improve the Marketplace seller experience.

•Mentor and develop direct team members (over time as this will be an IC job to start) while fostering strong cross-functional partnerships across global Lowe's teams.

Minimum Qualifications

•Bachelor's Degree in Business Administration, Information Systems, Computer Science, Engineering, or related field.

•8+ years of experience managing Salesforce CRM platforms, including ownership of platform strategy, administration, business process optimization, and roadmap planning.

•5+ years of experience leading cross-functional initiatives involving multiple business stakeholders and technology partners.

•Experience managing CRM platforms supporting customer, seller, partner, or account lifecycle management in an eCommerce, retail, marketplace, or technology organization.

Preferred Skills / Education

•MBA or Master's Degree in Business, Information Systems, Computer Science, or related field.

•Salesforce certifications such as Salesforce Administrator, Advanced Administrator, Business Analyst, Service Cloud Consultant, or Platform App Builder.

•Experience managing Salesforce Service Cloud, Experience Cloud (Community Cloud), Knowledge Management, and Case Management capabilities.

•Experience defining product roadmaps and prioritizing Salesforce enhancements using Agile methodologies.

•Strong understanding of CRM governance, workflow automation, reporting, dashboard development, and data quality management.

•Experience working within digital commerce, online marketplaces, SaaS, or enterprise retail organizations.

•Excellent executive communication skills with demonstrated ability to influence senior leaders and drive alignment across business and technology teams.

•Experience leading global teams and collaborating across multiple geographic regions.